Blue Iris

Disappointing Experience at a Five-Star Hotel – Poor Service Overshadowed the Stay I typically expect a high standard of service when staying at a five-star property, but unfortunately, my experience at this hotel was far from what one would expect at such a level. The most glaring issue throughout the stay was the lack of basic customer service and professionalism from the staff. Upon arrival, we were not greeted—in fact, the staff displayed a noticeably cold and condescending attitude. There were no smiles, no warm welcome—just uncomfortable stares and a dismissive demeanor. This immediately set a negative tone for our stay. One of the most surprising elements was the lack of assistance with luggage, especially given the property’s steep staircases and upscale status. No help was offered, and requests were met with indifference. On another occasion, we were left standing at the front desk for an extended period while a staff member, who appeared to be on a personal phone call, completely ignored our presence. Breakfast, which was included with our stay, was also mishandled. Staff were consistently absent, and we were never served breakfast despite multiple reminders. When we asked to speak with a manager—both before and during our stay—we were repeatedly told that the general manager was either “unreachable” or not on property. This seemed to be a recurring excuse rather than a temporary circumstance. At one point during the day, there were no staff members on-site at all. We actually encountered a team member walking down the street away from the hotel. This lack of consistent staffing raises serious concerns about the hotel’s operations. Similarly, although staff were supposed to be available at the front desk until 11 PM, a sign was placed stating they were “unreachable” at 8 PM—after which no one returned for the remainder of the evening. Ultimately, guests are left to fend for themselves, with virtually no support or service on-site. While I could list additional instances of disorganized or inappropriate staff behavior, I believe the above examples provide sufficient warning for anyone considering this property. For a hotel claiming to be five-star, the experience was deeply disappointing, and I would not recommend this property until serious improvements are made to management, staff training, and overall guest support.

Everything, location, staff, accommodations.

This was an incredibly lovely stay on Nantucket! I can't say enough about this sweet little boutique hotel. We'd happily stay here every time we visit Nantucket! Property/Amenities: It's small, with only about 12 rooms. But its size makes you feel like you're at a family guest house--if that family member is super stylish and chic, yet comfortable and welcoming. The entry room/indoor lounge is a cozy living room with plush couches and a few tables. The absolute stunner is the outdoor terrace area, though. There are half a dozen cafe tables under a shade canopy, as well as outdoor couches and armchairs in one area and a fire pit with more chairs in another area. The flowers and landscaping are absolutely gorgeous and lush. The wifi reaches to the outdoor area, so I was able to take some virtual work meetings outside. The hotel also has four bicycles to use around the island, which was a fun amenity. They also provide a small breakfast (pastries and overnight oats with tea and coffee) as well as a daily cocktail hour. So fun! Room: We stayed in a standard queen room, which was well sized, but not large by any means. The bed and bedding were incredibly comfortable, as were the plush robes. The bathroom was large with amazing Le Labo products. We were glad to have a desk, mini fridge, and smart TV in the room. No issues with noise. Service: All of the staff we met were helpful, kind, and eager to make our stay wonderful. They helped us store luggage both before our room was ready and after we checked out, allowing us to enjoy more time unencumbered exploring Nantucket.